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Volume 4,
No.2
Summer 1998
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Archive
Articles:
Illinois
at the Vanguard of Occupational Skill Standards Development
IDES Introduces
Tele-Serve
Mass
Layoffs
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IDES
INTRODUCES TELE-SERVE
By: Terri Bittner
The Illinois Department
of Employment Security (IDES) is changing the way it administers Unemployment
Insurance (UI) services. A new system, recently put into place, is proving
to be a significant first step in a long-term plan to change the way IDES
delivers services to our customers. The Department has developed a voice
response system, called Tele-Serve, which is available to all Illinoisans.
This includes both employers and claimants using IDES services. Tele-Serve
gives customers access to self-serve applications through the use of telephone-based
technology to meet the changing needs of IDES and its customers. The system
became operational statewide in November 1997.
In 1995, IDES established
a project team to analyze how our business processes currently functioned
and to find appropriate methods to improve efficiency. The project team
concluded its study by recommending the integration of telephone technology
with the current mainframe system. As a result, a general implementation
plan was developed to utilize this technology.
SELF-SERVICE,
NO WAITING
Tele-Serve is driven by a Voice-Response Unit (VRU), which allows callers
to interact with the mainframe by entering data via a touch-tone telephone.
The benefits of a VRU are endless. By automating the processing of information
by telephone, callers are allowed direct access to a wide range of information
and services. This has also significantly reduced the need for in-person
visits.
HOW TELE-SERVE
HELPS EMPLOYERS
Tele-Serve allows employers to obtain information about:
- Eligibility as
an Illinois employer, including the capability to look up by zip code
the nearest regional office that will manage the employer account.
- Employment Services,
including an explanation of how to match the right worker with the job,
and the information needed to place a job order (the local office phone
and fax number are also accessible to speed the job order placement
process).
- The protest and
appeals process for unemployment claims.
- Benefit charging,
including protest information.
A GREAT TIME-SAVER
FOR CLAIMANTS
Tele-Serve allows claimants to:
- Certify for Unemployment
Insurance benefits.
- File an additional
or reopened claim.
- Obtain claim status
information including payment information.
- Obtain general
information about IDES services.
PRIVACY PROTECTED
Claimants are required to establish a Personal Identification Number (PIN)
to obtain claim information and services, although general information
options are available to all clients. Claim specific information is available
from 7:00 a.m. to 7:00 p.m. Monday through Friday, while general information
is available twenty-four hours a day, seven days a week.
NO MORE FORMS
TO COMPLETE
Certifying for UI benefits using telephone technology is a new experience
for both claimants and IDES staff. Prior to Tele-Serve, when a claimant
filed for benefits he received a paper certification to either mail back
or bring to the local office on a specific date. Using Tele-Serve, claimants
enter their own certification by answering a series of questions on a
specific day assigned by IDES.
CLAIMANT USAGE
UP TO 97 PERCENT
In November 1997, when Tele-Serve was first implemented, 10 percent of
claimants were introduced to the system. Since that time the percentage
of claimants using Tele-Serve has risen to 97 percent.
The majority of the
claimant population find Tele-Serve easy to use and we have received very
positive feedback. But without the efforts of local office staff, the
implementation could not have been accomplished in such record time.
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